神秘顧客檢測ppt課件-文庫吧資料
2025-05-08 01:45本頁面
【正文】 nt performance – Benchmark against petitor performance ? To use the information: – To manage, to train, and to incentivise at all levels – To positively influence our customers behaviour. ? To give customers better service Copyright Harvey Gilbert Give customers better service and they will be encouraged: ? To buy more ? To visit more often ? To do less business with petitors ? and even, pay more ………… Copyright Harvey Gilbert Setting up and running a positive MS program 12 key processes: ? Setting the program goals ? Finding a MS partner ? Designing the program ? Communications ? Designing the questionnaire ? Recruiting the shoppers ? Scoring the questions ? Data collection ? Data preparation ? Managing the shoppers ? The reports ? Review and improve COMMUNICATIONS is the most important aspect of any program Copyright Harvey Gilbert Setting the program goals ? Client must decide what they want to achieve: ? Discuss this widely in the business ? Write down detailed objectives and action points ? Decide if MS is the right technique ? Review and change the KPI?s. ? Ask “How will they help us achieve our business goals?” ? Decide how we will positively use the feedback to create action ? ALWAYS REMEMBER, this is a positive program: “The client?s business is doing well, but they need to do better” Copyright Harvey Gilbert Finding an MS partner The mystery shopping partnership needs to be built upon: ? Trust ? A provider with the right facilities ? Who is experienced ? Who is a member of MSPA
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